As a seasoned traveler, I’ve come to expect a certain level of understanding and flexibility from hotel establishments, especially in unforeseen circumstances. Unfortunately, my recent experience with this hotel during a UF group event starkly contrasted these expectations, highlighting a concerning disregard for customer centricity and service integrity. I had to cancel my reservation on the day of arrival due to an unexpected family illness. Aware of the usual protocols and with time being of the essence, I reached out to the hotel staff at 4 PM, hoping for some understanding or at least a humane approach to my predicament. My interaction with Tim, however, was anything but accommodating. His demeanor was brusque, and his insistence on pointing out the timing of my cancellation. I guess Tim only gets sick in the mornings before 12pm. Despite my efforts to explain the urgency and explore alternatives (like transferring the room to another group member), Tim hung up on me, leaving my request mid-sentence. Following this, I immediately called back, spoke to another staff member who assured me that my reservation would not be canceled. Contrary to this assurance, I later received an email stating that not only was my reservation canceled, but my credit card was also charged. This experience was not just disappointing but also alarming. It reflects a rigid adherence to policy over customer care, and a failure to communicate clearly and effectively within their team. For a hotel that likely prides itself on service, the lack of empathy and the direct contradiction of their staff’s assurances are red flags for any future guests, especially those who may face unforeseen challenges. Advice to potential guests: AVOID THIS HOTEL AT ALL COSTS! In a city that hosts countless visitors for university events, one would expect hotel establishments to excel in hospitality and flexibility. Sadly, this hotel misses the mark spectacularly, prioritizing policy over people during critical times when compassion is most needed.
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